Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 18, 2023, I paid a $500.00 down payment to secure Walker's Epoxy services to refinish a kitchen counter that is approximately 13" in length, and a standard 25" depth at my primary home on *** ****** **** ********** *** *****. The counter was refinished on April 27th from 9am - 4 pm, and on April 28th from approximately 11 am to 12:30 pm. The remaining balance of $1428.00 was promptly paid on April 28, 2023 on the completion of services. As the counter had to dry, and I was told the epoxy levels, a survey of the area was done on April 29, 2023 when the surface had hardened. This did reveal many issues that led me to contact Walker on that date via text message to send pictures and discuss the quality of the work. I did suggest that Walker inspect the countertop to see the areas of concern and determine what could be done to fix them. Imperfections in the counter include areas on the front lip that have little epoxy and look dull grey, lumpy pooling along most of the length of back of the counter, marks and lines around the sink, bumps, bubbles and large sections that seem to be small bubbles and a very bumpy, grainy feel to the touch. Only about a 2 foot section of the counter feels smooth. There is black epoxy lfft on the white cabinet drawer. There is black epoxy on the wall at the edge of the counter - and the tape holding the plastic took off some drywall and there is black on the wall. A tool that was used in the process made small circular arcs that are visible in a 3 different areas on the countertop. As of this date, no steps have been taken to resolve the issue of the quality of workmanship on the countertops. Because the surface is shiny - getting pictures of the imperfections is so hard - much like taking a picture of a cell phone screen to capture scratches. I read websites and settled on getting pictures in the dark with a flashlight across the surface. This captures the bubbles that make the grainy feel in the flat black counter. Here are a few of the many I sent to the Attorney General's office

  Business Response

  Date: 05/07/2023

  Hi, we were texting back and forth about the issues, and then I got badly sick and was having trouble breathing, so I didn’t respond for a few days so I could get my health back to normal. Then when I did reply to set up a time to come take care of the issues I never got a answer. 

  Customer Answer

  Date: 05/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I received the 1st response text from W***** while in the middle of a 100 team volleyball tournament where my daughter was competing. I responded within 3 hours of the 1st text - and 20 minutes of the last one -  that I was out of town and would contact him when I got back. Therefore, to see this message from him that I did not respond to him adds to the distrust I already am feeling as this is a lie. 

  My first contact about the poor quality of work was a text thread that W***** said "I do not know what to do",  and then stopped communicating entirely. This - creates a lot of distrust with him on my part. It feels as if he is now responding after seeing the complaints I filed with the BBB, the Office of Attorney General in PS ( where he is licensed) and the Office of Attorney General in WV (where the work was done). I hate to say it - but proof of hospitalization is needed to believe his r4eason for dropping contact in mid-conversation and not responding.

  My other concern is the question of whether or not W***** can actually do the quality of work he charged me for. If he can, why did he not do this the first time? In other words - if my home is entered to fix the issue - can he actually complete the work as it should be done? My research into epoxy work is that the counter would need to be sanded down and re-done completely as the issues extend everywhere on the surface. This is a lot of work and inconvenience for me - especially if the counter is again full of issues. 

  When hiring a contractor to do work in my home - trust and honesty is essential. This trust has been broken.

  My thought is that at least a $1000 reduction of the bill is a fair compensation so I can find someone I can trust to fix the issues.

  The time and stress this has cost me to file the complaints and navigate what rights I have to not be taken advantage of have been quite alot.

   

  Regards,
  

  
  ****** *****

  Business Response

  Date: 05/09/2023

  To fix the issues, it’s not going to take a repour of epoxy. Yes it will need sanded with around 800-1000 grit of sand paper and then sprayer the clear coat back on it. That will take care of all of the issues. The smudges around the sink is most likely silicone that was used to seal the edges of the sink that were missed when wiping it down. I apologize. I also apologize for the lack of communication, the business consists of just me right now that’s able to bid jobs communicate with all the customers and do the jobs as well. So yes sometimes it takes some time for me to reply to everyone. I understand you said you’re out of town right now, and I’m heading out of town tomorrow for a job and will be coming back Sunday. I take a lot of pride in my work, and it really bothers me when I don’t make a customer happy.. so All I ask is to give me one chance to make it right. I promise and guarantee if you give me a chance I can and will make it right. I’ve done over 200 countertop jobs. Again I apologize and hope you will give me a chance to make things right. Please and thank you.